Returns and exchanges

I want to return something but I checked out as a guest / don’t have an account. What do I do?

Can I return or exchange my online purchase at an Acne Studios store?

How can I return an item purchased in-store?

I cannot find a return label in my box. What do I do?

I received an item from you as a gift. Can I return it?

Is my package insured and do I need to sign for the package?

Will I be refunded for the full amount of my order?

When do I get my refund?

Customer Service

How do I receive the latest information from Acne Studios?

How do I contact Acne Studios customer care team?

How do I take care of my Acne Studios product?

I no longer want to receive Acne Studios newsletters. How do I unsubscribe?

How fast will I receive a reply to my inquiry?

Will my Acne Studios favorites be restocked?

I can't find a certain item in your web shop, is there any chance I may find it elsewhere?

Order and tracking

Can I change or update my order?

When will my order be shipped?

Where is my order?

Can I add items to my order?

Size and fit

What size should I order?

If an item is out of stock, how can I be notified?

What sizing do you use?

Where can I find the measurements of the clothes?

Answers

Ordering online

What do I do if I have forgotten my password?

You can either contact our customer care team and we will assist you with a new password, or you can press Account / Sign in / Forgot your password? An auto-generated password will then be sent to your registered email address. Back to top

How will I know if you received my order?

When you place an order on acnestudios.com, an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details. Back to top

Do I need to set up an account to order something online?

You don’t have to set up an account to shop with us, but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, register returns and save information which will make it easier to check out next time you order with us. Back to top

How do I cancel my order?

You cannot cancel your order yourself, but we can of course help you. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that, we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must instead return it for a refund. Back to top

I've added the incorrect shipping address, how do I change it?

You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately, you cannot update your shipping address yourself after the order has been placed. Back to top

From where do you ship?

We have one warehouse in Sweden, one in China and one in US. All orders shipped outside the US and China are currently shipped from our warehouse in Sweden. Orders placed to US are shipped either from our US warehouse or our Swedish warehouse. Orders to China are shipped from our warehouse in Shanghai. Back to top

Shipping and Delivery

How do I track my order?

As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website. Additionally, you can log in to your account online to see the tracking number. Back to top

How many days does it take for my order to arrive?

Shipping usually takes between three to five business days, depending on your country, but may take up to seven days for some destinations. More specific shipping days can be found under our help section and shipping information for each website. Back to top

How do I collect my order?

All international orders are shipped with UPS and require a signature upon delivery. UPS usually operates between 9 am – 6 pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended). Orders shipped to Sweden, Norway, Finland and Denmark are shipped with PostNord and will be delivered to your nearest service point. You will be informed when the package can be collected. Back to top

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from the Acne Studios warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. Back to top

When will I receive my order?

As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. The regular processing time is between 1-3 business days, and the estimated delivery time is depending on the country. For standard shipping, you should have your order within 7 business days from placing the order. For express shipping, you should have your order within 3 business days from placing your order. Back to top

Where does Acne Studios deliver?

We currently deliver to 64 countries. At the checkout you will be able to choose your shipping country. Alternatively, you can also view all countries to where we ship in the dropdown menu in the top right corner on the website, or in the main menu on mobile by clicking on the selected country. Back to top

Can I collect my order in store?

Unfortunately, all orders purchased online will be delivered by UPS to your home or work address or to a service point. If you need shipping to another place, we can of course help you with that as well. Just contact us and we’ll assist you. Back to top

Can I ship my order to another country?

You can ship your order to another country by choosing that country as shipping country on our website. You can still fill out your billing address in your current country. Back to top

To which countries do you ship DDP?

We ship Delivery Duty Paid (DDP) to all countries within EU, Switzerland, Norway, United States, South Korea, Japan, China, Australia and Hong Kong. Back to top

How much duty and tax will I have to pay?

Unfortunately, we cannot estimate how much duties you will pay if we do not ship DDP to your country. If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU (delivery duties unpaid) your local customs should be able to estimate the price. Kindly note that for orders in the US we are obligated to collect state sales tax in California and New York. Back to top

Can I ship my order to a post office box, APO, or FPO address?

Unfortunately, we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses. Back to top

How much do I pay for shipping?

We offer free standard shipping on all orders internationally. Under our help section you will find the delivery costs for other delivery services than standard shipping, specific for your country. Back to top

I received my order but one or several items are missing?

If you have received a shipping confirmation email from us, it will specify which items were included in that shipment. If we are not able to fulfill all of your items from the warehouse location, we might do a split shipment where the remaining items will be shipped separately. In each shipping confirmation, the items included in the parcel will be stated, so if some items are missing they will be shipped separately if nothing else has been communicated. Please reach out to us in case you are still uncertain of where your items are. Back to top

Payment

What payment methods does Acne Studios accept?

We offer different payment methods in different countries. In all countries we accept credit cards, but in many countries, we also offer PayPal and country specific payment methods. At checkout you will see what payment methods we offer in your shipping country. You can also view the different payment methods in our shopping help section under “ordering”. Back to top

Is it safe to use my credit card online at Acne Studios?

Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the VERISIGN logo at checkout. To ensure your information is kept private, we do not process or store any payment information in our database. Back to top

In which currency will my purchase be made?

We charge in different currencies in different countries. Most countries are charged in local currency while some countries are charged in either USD or Euro. In the country selection list online, you will see what currency you will be charged in for that specific country. Items will also have a price in the specific currency for the site you are visiting. Back to top

When will I be charged?

When you place an order with us using a credit card, we place an authorization on the form of payment you used, and the funds are temporarily reserved for your purchase, but you are not actually charged. When your order has been dispatched, we will capture the funds from your account. Orders placed with PayPal, Ideal, Sofort, Alipay, Wechat Pay and other HPP payment methods are captured immediately when the order is placed. Back to top

Can I save my card details?

If you place an order with us, you can choose if you want to store your credit card details. The payment details are stored only by our payment service provider and we will not be able to see the details, they are fully encrypted We recommend storing card details if you want a smoother checkout the next time you order with us. Back to top

Why was my credit/debit card declined at checkout?

If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team and we will do our best to assist you. Back to top

Will there be any additional costs to my order?

Norway, Japan, South Korea, Hong Kong, Australia, Switzerland, China USA & Canada are shipped on a DDP (Delivery Duty Paid) basis, meaning all taxes and import duties are included in the final price. Hence, your order will not be subject to any additional charges. Orders within the European Union are also shipped DDP and will not be subject to any additional charges. Countries outside the European Union are shipped DDU and additional charges may be added by your local customs. Back to top

Can I claim a tex refund on a purchase made online?

Unfortunately, we currently do not offer tax refunds online. Please contact our customer service for further information on how to proceed. Most of our physical stores do offer a tax refund form, so you are welcome to visit one of our stores to make a tax free purchase. Back to top

I have a gift card certificate. How can I use it?

If you have a gift card certificate, you can simply use it by entering your gift card code in “payment” section at checkout. You will have a button called “Use Gift Card”, where you can enter your code. Please note that gift cards purchased online can only be used online and not in our physical store. Gift cards bought in a physical store can only be used in store and not online, unfortunately. Back to top

Pre-Orders

When will my pre-order ship?

The estimated shipping date is noted on the product page and in the checkout process. If you place an order with pre-order items and in-stock items, you will receive separate shipments and shipment confirmations when each item is dispatched. Back to top

When will I be charged?

When you place a pre-order with a credit or debit card, your card will only be authorized, meaning a temporary "hold" will be placed for the funds needed on your card. Your card will be charged when your pre-order item is shipped to you. If you place an order for multiple items, your card will be authorized for the total amount, and then charged for each item at the time of shipment: the separate charges will equal the original total authorization. If you pay with an instant payment method like Pay Pal, Alipay etc, you will be charged in full when you place the order. Back to top

What happens if I order in-stock and pre-order items?

If you order products that are in-stock along with pre-order items, you will receive multiple shipments: we will ship you the in-stock item as soon as possible, and the pre-order item when it becomes available. If you paid with a credit or debit card, you will see two separate charges that will equal your total order amount, that will occur at the time of each shipment. Back to top

What happens if I order multiple pre-order items?

If you order more than one pre-order item, and they have different shipping dates, they may be sent together at the later shipping date. This depends on the estimated inbounding date. Back to top

What if I want to return a pre-order item?

Our regular return policy applies to pre-order items. You will have 14 days from when you receive your item from your order to return any items from your order. For ease of return processing, we recommend only making one return shipment. Back to top

Returns and exchanges

How do I return or exchange an item?

We offer full refunds or exchanges into a different size if an unwanted item is shipped/postmarked within 14 days from when it was delivered to you. In order to receive a full refund, the item must be returned in its original condition with original labels and packaging. When returning an item, simply use our Return Merchandise Authorization (RMA) system. If you were logged in when you made a purchase you can log in to your account online, find the order that you want to return and click on "Return an item". Choose the items that you would like to return, either for a refund or an exchange. Follow the steps online. As soon as your return is registered you will receive an email confirmation.

If you checked out as a guest, visit our returns page, and enter your order information at the bottom to request a return or exchange. You can then simply return the items to our warehouse following the return procedure in the confirmation email. Refunds for returned merchandise will be made to the original purchaser’s form of payment within two weeks of the return. Back to top

How do I exchange an item?

Purchased items are exchangeable into different sizes. All exchanges are based on stock availability and are shipped to you free of charge. If you want to return your item for an exchange into a different size, please use our Return Merchandise Authorization (RMA) system as explained above and state which size you prefer instead.
Should you be interested in an alternative style or colour, please return your item/s to us and simply purchase the new piece separately at acnestudios.com. Back to top

I have received a faulty product, what should I do?

We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please visit our contact page for contact information. Back to top

Can I exchange for a more expensive product?

Items can only be exchanged into the same style but a different size or color, i.e.; items cannot be exchanged for neither a less expensive items or a more expensive item. Back to top

I want to return something but I checked out as a guest / don’t have an account. What do I do?

Simply enter your order information at the bottom of the returns page and follow the instructions to submit a return/exchange request. You are also welcome to contact customer care and we will assist you. Back to top

Can I return or exchange my online purchase at an Acne Studios store?

You may return items purchased on acnestudios.com to a physical store in the following countries: Sweden, Germany, France, Italy, USA, Denmark and Norway (excluding Archive, outlet stores and department stores). Please note that the order must be returned to a store in the same country as where the purchase was made/ shipped to. The refund will be made to the original form of payment. You may also exchange items purchased on acnestudios.com in one of the above-mentioned stores (in the same country as where the item was purchased/shipped to). Exchanges done in-store are final and can no longer be returned or exchanged again. Please make sure to bring your original online order number with you when making a return or exchange. All returns/exchanges must be made within 14 days of receipt and our regular return conditions apply.
For countries other than above mentioned, our stores are not equipped to accept online purchases for returns or exchange. Please follow the return instructions you received with your order for those orders. Back to top

How can I return an item purchased in-store?

If you have bought an item in-store, that was either ordered for you or available in store, you can return the item in store. If you paid for the item in store, we cannot accept the return online but the store will be able to assist you. Back to top

I cannot find a return label in my box. What do I do?

We offer a pre-paid return service within the European Union as well as from Norway, Switzerland, China and USA. If you have ordered something to one of these countries and cannot find a pre-paid return label, please contact us and we will e-mail you a new one.
If you are outside any of these countries, you can return your item with any courier of your choice to our warehouse in Sweden. We recommend using a traceable and insured return service.

I received an item from you as a gift. Can I return it?

If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift, and also that the item is in its original condition with all the tags still attached. If the gift was bought from one of our stores, we recommend contacting the store directly. If the items are returned for a refund, this can only be issued to the same form of payment as from where the purchase was made. Back to top

Is my package insured and do I need to sign for the package?

All orders sent from us are insured until you have received it. UPS require a signature upon delivery. However, if they cannot locate you on the given address, they are allowed to leave the package with a neighbor or similar. Therefore, we strongly advise you to track the order to make sure you are available at the shipping address at the delivery time. Back to top

Will I be refunded for the full amount of my order?

When returning all items from your order, we will issue a full refund including the standard shipping cost from us to you. Exchanges are always free of charge. Back to top

When do I get my refund?

When we have received and processed your return, you will receive an email notification. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment. Back to top

How do I take care of my Acne Studios product?

All of our items come with a care label. We strongly recommend following these instructions. When it comes to leather, shearling and shoes, we recommend contacting us for specific care information. You will also find shoe care instructions online under assistance/ shoe care. Back to top

I no longer want to receive Acne Studios newsletters. How do I unsubscribe?

At the bottom of each newsletter you receive from us there is a link to unsubscribe. Back to top

How fast will I receive a reply to my inquiry?

We aim to answer all e-mails within 24 hours, but normally faster than that. Our opening hours are 9 a.m.- 6 p.m. CET and 9 a.m.-8p.m. EST during weekdays and 12 pm to 5 pm CET and 12 pm to 5 pm EST during weekends. Our live chat is available for faster replies during open hours and we will take all calls during this time as well. Sometimes we have a high pressure, but if you just stay on the line we’ll take your call. Back to top

Will my Acne Studios favorites be restocked?

We will add items to the web shop as soon as they come back in stock. If an item is sold out in your size, you can sign up to be notified once we have it in stock again. If you can’t find the item you are looking for online, you are more than welcome to reach out to us and we will assist you. Back to top

I can’t find a certain item in your web shop, is there any chance I may find it elsewhere??

The best way to get a hold of items that are not available in the web shop is to contact us, and we will be more than happy to try to help you source the item in one of our stores or from a reseller. Back to top

Order and tracking

Can I change or update my order?

An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or color. Please contact us as soon as possible and make sure to have your order number available. Items may always be exchanged or returned within 14 days after you have received them. Back to top

When will my order be shipped?

Your order will be fulfilled within one to three business days, subject to card clearance and stock availability. However, we do aim to ship every order within 24 hours during business days. Our warehouses operate Monday to Friday. Back to top

Where is my order?

Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. Sign in to your account and click ”My Profile” for tracking and shipping status or simply follow the tracking number you received in the shipping confirmation email. Please note that it can take up to 24 hours before the courier updates the shipping information after you have received the shipping confirmation email from us. Back to top

Can I add items to my order?

Additional items must be handled as a separate order. If the first order has not already been processed at our logistical center, we might be able to combine the orders. In such case, the additional shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please contact us through the contact page page. Back to top

Size and fit

What size should I order?

Under each item online you will find a general size guide. For most items, you will also find the garment measurements for that specific item under the size guide button. Click on “size guide” in the menu and then “garment measurements” to find the actual measurements - these can help you in order to choose the correct size.
We welcome you to contact our customer care team for specific sizing advice as well. Back to top

If an item is out of stock, how can I be notified?

If the item/s you are looking for is completely out of stock you can contact us and we will do our best to assist you. If your size is sold out, you can sign up to be "notified". when we get a re-stock. If you reach out to us, we will be able to tell you when and if we expect a re-stock or if any resellers could carry the item in stock. Back to top

What sizing do you use?

Our clothes are based on European/ German sizing. Also, our shoes follow the European sizing. If you want to compare our sizes to your regular size, please use our size chart that you find at each item. Back to top

Where can I find the measurements of the clothes?

For most items online, we have the exact garment measurements stated. Go to size guide/ garment measurements on the specific item you are interested in, and you’ll find the measurements for that specific item. If an item is missing garment measurements, please contact us as we are happy to provide them. Back to top

3.1 General

Below is a summary of the categories of data that we process, the purposes of processing the data and on what legal basis we are processing your data. Our processing of your personal data partly depends on whether you have subscribed for membership with us or not. The processing of personal data relating to customers that are not members is described in section 3.2 below. The processing of our members’ personal data is described in section 3.3 below.

3.2 Customers (non-members)

3.2.1 Data collected when you shop in our webstore or use our online services

Contact details: If you make a purchase online we will collect your name, address, e-mail address, telephone number, country of residence, date of birth, title (Ms./Mr. or other title) and social media account contact details. Not all information is mandatory for making a purchase. We have marked mandatory information with the symbol (*) on our website. We will use your contact information to (i) process your purchase/orders and any returns, exchanges and complaints you may have relating to your purchase; and to (ii) communicate with you regarding your purchase and to answer and administer any questions or comments you may have regarding our products or services. The legal basis is that it is necessary to process your data in order for us to be able to fulfill our contractual obligations to you under the purchase agreement. We will retain your data for as long as necessary for this purpose. We may also process your contact details to keep you informed, via email, SMS, letters, telephone, WeChat, Whatsapp and other social media, of our special events or promotions. The legal basis is our legitimate interest of being able to market our products to our existing customers. We may use your contact details for direct marketing purposes for up to 12 months after your latest purchase subject to your ongoing right to opt-out. You are entitled to reject our marketing messages at any time by clicking on the unsubscribe link included in each message or by contacting customer service at customercare@acnestudios.com.

Credit card details: If you make a purchase online and chose to pay by credit card, you will provide your credit card information on our website to finalize your purchase. Your credit card details will be protected using Global Sign Encryption. The legal basis is that the processing is necessary in order for us to be able to fulfill our contractual obligations to you under the purchase agreement. We will retain your data for as long as necessary for this purpose.

Previous purchases and returns: If you have signed up for an account we will store information regarding (i) your purchases and returns online, and (ii) your purchases and returns in physical stores, if you have provided your e-mail address to our personnel. Such information encompasses product, size, price and date of purchase. We will also store information regarding your recently viewed items. This will allow you to keep track of your purchases and returns, and recently viewed items, by logging into your personal account.
The legal basis is our legitimate interest to provide you with the service of a personal account as requested by you when you signed up for the account. You may choose to deregister your account at any time.
We will also save information on your contact details and previous purchases and returns during 36 months after the purchase to be able to administer returns and/or complaints. The legal basis is our legitimate interest to provide our customers with speedy and efficient service after the purchase.

ID number: If you chose to make your payment by invoice, you may be required to provide your personal ID number on our website. Your ID number will be directly transferred and available only to our payment service provider, which will process your ID number to be able to obtain a credit report and to facilitate your payment. The legal basis is that the processing is necessary for us to ensure accurate identification of our customers for invoice purposes and to fulfill our contractual obligations to you under the purchase agreement. We will retain your data for as long as necessary for this purpose.

3.2.2 Data collected when you shop in our physical stores

If you make a purchase in one of our physical stores we may process your e-mail address in order to be able to send a digital receipt to you. We will only collect your email address and send you a digital receipt if this has been requested or accepted by you. This processing is based on our legitimate interest of being able to provide our customers with a digital receipt on a voluntary basis. We will retain your data for as long as necessary for this purpose.

3.3 Members

You may sign up for membership by subscribing to the services provided by Acne Studios in accordance with the Membership Policy. The membership is completely voluntary and subscribing for membership is not a requirement for purchasing Acne Studios’ goods. When you subscribe to become a member, you will enter into an agreement with Acne Studios (the Membership Policy).

3.3.1 Data collected when signing up for membership

When you sign up for membership (online or in Acne Studios’ physical stores), Acne Studios collects your name, address, e-mail address, telephone number, country of residence, date of birth, title (Ms./Mr. or other title) and social media account contact details. Acne Studios processes the data to create your personal account and to process the membership which includes certain features such as (i) sending digital receipts upon request when purchasing a product in a physical store, (ii) sending out invitations to special events/promotions, (iii) personalized services in store, and (iv) profiled marketing offers through e-mail or other messenger services. The legal basis is that the processing is necessary in order for us to be able to fulfill our contractual obligations to you under the Membership Policy. We will retain your data for as long as necessary for this purpose.

3.3.2 Data collected when shopping online

Contact details: When you purchase a product online, Acne Studios will process your contact details for the following purposes; (i) to process purchases/orders and returns, exchanges and complaints; (ii) to communicate with you regarding the purchases and to answer and administer any questions or comments that you may have regarding Acne Studios’ products or services. The legal basis is that the processing is necessary in order for us to be able to fulfill our contractual obligations to you under the purchase agreement.

Previous purchases and returns: Acne Studios will also process data regarding your contact details and previous purchases and returns online (product, size, price and date of purchase) during 36 months after the purchase. The information will be processed for the following purposes:
Administering returns and complaints. The processing is based on our legitimate interest to provide our members with speedy and efficient service after the purchase.
Allowing you to keep track of your purchases and returns by logging into your account. The legal basis is that the processing is necessary in order for us to be able to fulfill our contractual obligations to you under the Membership Policy.
For the purpose of sending out invitations to special events/promotions, personalized services in store and profiled marketing offers through e-mail or other messenger services. The legal basis is that the processing is necessary in order for us to be able to fulfill our contractual obligations to you under the Membership Policy.

Credit card details: If you make a purchase online and chose to pay by credit card, you will provide your credit card information on the website for the purpose of making payment for the purchase. The legal basis is that the processing is necessary in order for us to be able to fulfill our contractual obligations to you under the purchase agreement. As a member you may also choose to save your credit card details for future purchases, for the purpose of speeding up the checkout the next time you shop. The legal basis for this processing is your consent. We will retain your data for as long as necessary for this purpose.

ID number: If you chose to make your payment by invoice, you may be required to provide your personal ID number on our website. Your ID number will be directly transferred and available only to our payment service provider, which will process your ID number to be able to obtain a credit report and to facilitate your payment. The legal basis is that the processing is necessary for us to ensure accurate identification of our customers for invoice purposes and to fulfill our contractual obligations to you under the purchase agreement. We will retain your data for as long as necessary for this purpose.

3.3.3 Data collected when shopping in physical stores

When you shop in Acne Studios’ physical stores, Acne Studios may collect and store information regarding (i) your clothing and shoe size, (ii) your clothing preferences (such as preferred colors and style) and (iii) other shopping preferences, provided that you have shared this information with Acne Studios’ personnel on a voluntary basis. Acne Studios may also store data regarding your purchases and returns in physical stores (product, size, price and date of purchase) if you have provided your e-mail address to Acne Studios’ personnel. This information is processed for the purpose of enhancing your future purchasing experience with Acne Studios and to provide customized service, which is part of Acne Studios’ membership service. Acne Studios may also use the information regarding your shopping preferences for the purpose of sending out invitations to special events/promotions and profiled marketing offers through e-mail or other messenger services. The legal basis for this is that the processing is necessary in order for us to be able to fulfill our contractual obligations to you under the Membership Policy. We will retain your data for as long as necessary for this purpose.

3.3.4 Data collected when using Acne Studios website services

Acne Studios will store information regarding your recently viewed items when browsing Acne Studios’ website. This will allow you to keep track of your recently viewed items, by logging into your personal account. The legal basis for this is that the processing is necessary in order for us to be able to fulfill our contractual obligations to you under the Membership Policy. We will retain your data for as long as necessary for this purpose.

3.4 Newsletter Subscribers

If you have subscribed to one of our newsletters, we will process your name, email address, country and information on whether you are interested in womenswear or menswear for the purpose of sending out such newsletter. The legal basis for this processing is our legitimate interest of being able to send our newsletter to individuals who have subscribed to receiving such newsletters. You are entitled to unsubscribe to our newsletter at any time by clicking on the unsubscribe link included in each newsletter or by contacting customer service at customercare@acnestudios.com. We will send you the newsletter until you unsubscribe to the newsletter service.

3.5 Archive Subscribers

If you have subscribed to receive information and updates via e-mail and text messages regarding Acne Studios’ Archive events, we will process your name, telephone number, e-mail address, country of residence and gender to send out information regarding Archive events. The legal basis for this processing is our legitimate interest of being able to send information regarding Archive events to individuals who have subscribed to this service. You are entitled to unsubscribe to our send-outs at any time by clicking on the unsubscribe link included in each message or by contacting customer service at customercare@acnestudios.com. We will send you the Archive information send-outs until you unsubscribe to the service.

3.6 Customer service

If you have contacted Acne Studios regarding a complaint, return or question, the e-mail or chat conversation will be stored for as long as it is necessary to administer your matter, including following up on the matter within 12 months. Depending on the nature of the matter for which you are contacting us, the legal basis may be that our processing is necessary for us to be able to fulfill our obligations under the purchase agreement or Membership Policy, or that we have a legitimate interest of being able to communicate with individuals who contact our customer service

3.7 Anonymized data

It can be noted that we may also use anonymized data for our internal marketing and demographic studies to analyze, profile and monitor customer patterns in order for us to be able to improve our products and services.

3.8 Consent and withdrawal

You hereby confirm that you have read and understood the content of this privacy policy. Where the legal basis for the processing of your personal data is your consent you agree to Acne Studios’ processing of your personal data in accordance with the provisions herein. Should you wish to object to, or withdraw your consent, to any of our processing, please contact us at customercare@acnestudios.com. Please note, however, that your withdrawal will not affect our right to process your data when such processing is necessary to perform our contractual obligations to you, and/or to the extent we are required to process your data by law or to defend ourselves in a dispute, to prevent fraud or abuse, or to enforce our Terms and Conditions. If you withdraw your consent to any consent-based processing, we will cease all such processing.

4. Does Acne Studios share your information with others?

Acne Studios does not sell or rent our customer’s personal data to any other entity.
We may share your data with affiliated companies including other companies within the Acne Studios group, joint ventures, franchisees and licensees. If you have subscribed for membership with Acne Studios, we may combine your data provided to us with data that you have provided to such affiliated companies, for the purpose of improving our services to you, and to enhance your shopping experience when visiting an Acne Studios store in another country than your residence. The legal basis for the processing is that it is necessary for Acne Studios’ performance of the Membership Policy.
Acne Studios may also share your data with selected suppliers who perform functions on our behalf such as fulfilling orders and delivery of orders, processing payments, carrying out promotional services or data management, to maintain our website, to distribute e-mails, to send out our newsletter, to provide client communications and to manage our customer database. As necessary, the personal data you provide to us may be processed by these third parties, solely on Acne Studios’ behalf and in accordance with Acne Studios’ instructions as data processors. We do not authorize any of our suppliers to make any other use of your personal data.
If Acne Studios and/or its subsidiaries are subject to an actual or potential merger or acquisition or similar transaction, we may share your data with potential and actual buyer(s) and their financial and legal advisers, subject to such third parties undertaking appropriate confidentiality.

5. Transfer outside of the EU/EEA

We may share your data with our selected suppliers, who may process your data in countries both inside and outside of the EU/EEA when performing functions on our behalf as set out in section 4 above.
If you have subscribed to membership with Acne Studios, we will share your contact details and information on previous purchases and shopping preferences with our affiliated companies both inside and outside of the EU/EEA (please see further under section 4).
Please note that countries outside of the EU/EEA may not provide an adequate level of protection for your personal data. Acne Studios has however taken appropriate safeguards to ensure that the receiving parties of your data in countries outside of the EU/EEA shall provide an adequate protection of your data. Such safeguards may be that the receiving party has joined the Privacy Shield (if the receiving party is a company established in the United States) or that the receiving party has signed so called standard data protection clauses adopted by the EU Commission. Please contact us at customercare@acnestudios.com if you want further information on what safeguards have been taken and if you want a copy of such safeguards.

6. Your data subject rights

In this section 6, we have summarized your data subject rights to request access, portability, rectification, erasure of your personal data, to restrict the processing of your personal data, to object to processing, and your right to lodge a complaint with the supervisory authority.
If you want to exercise your rights, please send us an email at customercare@acnestudios.com. Please note however that if you want to lodge a complaint with the supervisory authority, you need to contact the authority directly.
If you have signed up for a membership with Acne Studios you will also be able to access, rectify and erase some of your data by logging in to your private account. Login to your account Notwithstanding anything to the contrary herein, Acne Studios reserves the right to keep and process your personal data in accordance with this policy to the extent necessary to perform our contractual obligations to you, and to the extent we are required to process your data by law or in order to defend ourselves in a dispute, to prevent fraud or abuse, or to enforce our Terms and Conditions.

Right of access You have the right to obtain confirmation of whether personal data concerning yourself are being processed and, where that is the case, access to the personal data and information regarding, inter alia, the purpose of processing, the categories of personal data concerned, the categories of recipients to whom your data have been or will be disclosed, and the envisaged period of time for which personal data will be stored (or the criteria for determining this).

Right of rectification You have the right to request rectification of inaccurate personal data concerning yourself, and to complete incomplete data.

Right of erasure Under certain circumstances you are entitled to request that we erase your personal data or restrict our processing of your data, namely in the following events.
When it is no longer necessary for us to process your data taking into consideration the purposes for which it was collected.
When our processing is based on your consent and you have withdrawn your consent, and there is no other legal basis for the processing of your data.
When our processing of your data is based on a legitimate interest legal basis and you object to such processing, and there is no overriding legitimate ground for our processing.
When you have objected to our processing of your data for direct marketing purposes.
When your personal data has been unlawfully processed.
When the personal data must be erased for compliance with a legal obligation that applies to us.
When the personal data collected concerns a child (under 13 years of age) in relation to the offer of information society services.

Right to objection - direct marketing and profiling You have the right to object at any time to our processing of your personal data for direct marketing purposes, which includes profiling to the extent that it is related to such direct marketing. If you object to our processing of your personal data for direct marketing purposes, including profiling, we will cease such processing of your data.

Data portability If our processing is based on your consent or if the processing is necessary for our performance of a contract with you, you have the right to request that the data which you have provided to us shall be provided to you in a structured, commonly used and machine-readable format and you also have the right to transmit such data to another controller.

Right to lodge a complaint with supervisory authority Please note that if you consider the processing of your data to be in violation of applicable data protection laws, you have the right to lodge a complaint with a supervisory authority, in particular in the Member State of your habitual residence or the place of the alleged infringement.

7. How do I unsubscribe from Acne Studios newsletters and emails?

If you do no longer wish to receive our newsletters or other emails, you can unsubscribe as indicated in the particular communication, i.e. by using the unsubscribe link which is included on all newsletters and other emails. You may also contact us at customercare@acnestudios.com.

8. How long do we keep your data?

We will retain your personal information for as long as necessary in relation to the purposes for which the data was collected or otherwise processed. Under section 3 above, we have specified the retention time, or the criteria for determining the retention time, for our processing of data in relation to the different purposes the data is being processed. In addition to the retention time stated under section 3 above, please also note the following.
Members: If you have not made any purchases, logged in to your account or used any of our services during a consecutive period of 36 months, we will terminate your membership and consequently we will not use your data for any membership services or marketing purposes thereafter. In such case we will delete your data unless we need to keep it for other purposes that are legally justifiable.
We will retain your personal information as necessary to comply with applicable legal obligations, to resolve disputes, and to enforce our agreements. Statutory obligations to retain data further remain unaffected.

9. Is it mandatory to provide personal data?

When you purchase our products online, or sign up for a membership with Acne Studios, we will inform you which data is mandatory by marking certain fields with a symbol (*). The provision of mandatory data is necessary for Acne Studios to be able to fulfill our contractual obligation to you, for example processing your order, or fulfilling the membership services requested by you.
When you purchase our products in our physical stores, you do not have to provide any personal data. Please note however that if you chose to receive a digital receipt, it is mandatory that you provide your e-mail address or otherwise we will not be able to send you the digital receipt.

10. Children's privacy and legal purchase age

Acne Studios does not wish to collect personal information from anyone under the age of sixteen (16). If you are under eighteen (18), we require that you inform and get your parents’ or guardians’ consent before purchasing anything or provide any personal data to us at acnestudios.com or any other website related to Acne Studios.

11. Cookies

We use cookies on our website. Please see our separate policy for cookies, which you can find on our website.

12. Modifications

Acne Studios reserves the right to occasionally make changes to our privacy policy or practices. We will post the updated policy on our website, and thus we encourage you to review this page from time to time.
Last date for modification: May, 2018

Membership policy

1. Membership requirements

The membership is personal and will be registered on your email address when you sign up on our website or in one of our physical stores. You must be at least 16 years old. The membership is free of charge.

The membership provider is the Swedish company Acne Studios AB, with registration number 556504-7726.

2. Membership services and advantages

When you have signed up to become a member, you will receive the following services.

Invitations to special events/promotions: You will receive information regarding our special events and promotions, via email, your social media account or other messenger services.

Personalized service:We may provide you with customized services in store based on your earlier purchases with us, and information regarding your clothing/shopping preferences that you have voluntarily shared with our staff. We aim to provide this service in all countries where we have our own stores, including but not limited to Sweden, Norway, Denmark, Germany, France, Italy, the United Kingdom, Australia, the United States, Japan and South Korea.

Profiled marketing: We may provide you with profiled marketing offers based on your earlier purchases with us, and information regarding your clothing/shopping preferences that you have voluntarily shared with our staff.

Purchase overview:You will be able to log into your account and review your previous purchases with us. When shopping in our physical stores or online, the purchases will be registered in your name. Please note that you may be required to show your ID in order to register a purchase in one of our physical stores. When you shop online, the purchase will be registered if you have made the purchase through your account.

E-receipt: You will be able to request a digital receipt when purchasing our products in one of our physical stores and receive all your receipts by email.

3. Processing of personal data

Acne Studios will process your personal data and share your personal data with Acne Studios’ affiliates and third parties in order to provide you with the membership services in accordance with our Privacy Policy, which you will find here. By signing up to become a member, you consent to the processing of your personal data in accordance with Acne Studios’ Privacy Policy.

4. Unsubscribe from send-outs

If you do not wish to receive our send-outs, you can always log in to your account to unsubscribe, or follow the unsubscribe link in the email footer.

5. Membership validity and termination

Your membership is valid until further notice. However, if you have not made any purchases with us during 36 consecutive months, your membership will be automatically cancelled and your personal data will be deleted in accordance with our Privacy Policy. You can also cancel your membership at any time by contacting customercare@acnestudios.com. Acne Studios reserves the right to cancel your membership at any time if we suspect the membership is being abused.

6. Validity

The membership is valid worldwide in our own physical stores and online. The membership is not valid in our franchise stores which we currently have in Shanghai, Tokyo, Hong Kong and Amsterdam. The membership is neither valid in our Department Stores, which we currently have at Åhléns City Stockholm, Nordiska Kompaniet Stockholm, Galeries Lafayette Paris and Harrods London.

7. Changes in the terms and conditions

Acne Studios reserves the rights to amend these terms and conditions. We will notify you in advance of any changes.